RICCARDO A.

I define and push the Agentic AI agenda for the Digital & Technology department, directly responsible for the development of Pandora's shopping and customer-support agent. I lead two teams (circa 30 people), mostly developers.

In my free time, when I am not building digital products, I love playing different sports, cooking and both listening and playing music.

Focus

Agentic AIConversational AIPersonalizationExperimentation

In short

What I bring

Gen AI products in production. I own Gemma, Pandora's LLM shopping agent on Salesforce Agentforce, live in 3 markets, and guide the PM of Clara, our customer-support agent.
Prototype to production. I took Gemma from a fragile prototype to a production-grade system with an evaluation framework that catches drift on live traffic.
Personalisation & experimentation. I led Pandora's CRM and web personalisation roadmap and ran A/B testing across 10+ markets.

2019 — Present

Experience

Current role

Agentic AI Product Manager

Jul 2025 — Present

Pandora · Copenhagen

Broader agentic AI scope
Since August 2026, took on a broader scope across Pandora's agentic AI agenda owning the roadmap for in-store agents for store staff and proactive customer outreach through martech channels.
Gemma · AI personal shopper
PM of Gemma, Pandora's AI personal shopper: an LLM-powered shopping agent on Salesforce Agentforce, live in production across 3 markets. Try it at uk.pandora.net/gemma ↗
Clara · customer-support agent
Senior PM on Clara, Pandora's customer-support agent: guide its PM on product design, roadmap and stakeholder management, and act as the reference point for major decisions.

Prototype → production
Took Gemma from a fragile prototype to a production-grade system by balancing determinism with LLM reasoning and routing work to the right model. Set up the evaluation framework that lets the team ship with confidence and catch drift on live traffic.
Brand voice & talks
Shaped the agent's brand voice, product storytelling, and custom storefront experience; shared the journey on stage at The AI Summit London and on the Brave Technologist podcast. Listen to the episode ↗

- Led the customer-retention team within Pandora's Personalisation Center of Excellence, owning the CRM and web personalization roadmap.
- Won the “Optimization & Personalisation Leader” award at Monetate's client summit for building a real-time segmentation and experimentation culture.
- Ran A/B testing, analytics, and personalization across 10+ markets (Adobe Analytics, Monetate, Tealium, GA4, Bloomreach), then built and scaled the CRO and personalization team.
- CRO specialist for Vodafone Group (London) on the Smart Tech program.
- Ran digital marketing campaigns (email, Meta Ads, Google Ads) and supported UX and CRM (Bitrix).

Builder · Execution

Mangio

Founder & Developer

AI-powered restaurant finder app — designed, built, and shipped end-to-end, from concept and product to code.

www.mangio.app ↗

Impact in numbers

33
markets live with Gemma, Pandora's AI personal shopper: 100k+100k+
conversations handled by Gemma: 1+ yr1+ yr
Gemma live in production (since September 2025): 22
AI agents in production: Gemma and Clara: ~30~30
people across 2 delivery teams: 10+10+
markets in A/B testing and personalisation: since 2019
in digital product, analytics and AI

Strengths & skills

Gen AI Product vision
Agentic AI coding
AI Prototyping
Devs team engagement

Agent DesignRAGModel RoutingPrompt EngineeringEvals & ScoringA/B TestingCRO

Talks & recognition

Stage talk
The AI Summit London
Shared the journey of building Pandora's shopping agent on stage.
Podcast
The Brave Technologist
Guest episode on the same journey. Listen to the episode ↗
Award
Optimization & Personalisation Leader
Monetate's client summit, for building a real-time segmentation and experimentation culture.

Education

2016 — 2018

Master in Global Marketing

Università di Milano-Bicocca · 110/110

2013 — 2016

Bachelor in Economics

Università di Genova

Certifications

Tealium iQ — Advanced User
Contentsquare Certified
HTML, JavaScript & Bootstrap — Udemy

RICCARDO A.

Agentic AI Product Manager

Broader agentic AI scope

Gemma · AI personal shopper

Clara · customer-support agent

Mangio